Job Description

At McCormick, we bring our passion for flavor to work each day. We encourage growth, respect everyone's contributions and do what's right for our business, our people, our communities and our planet. Join us on our quest to make every meal and moment better.
Founded in Baltimore, MD in 1889 in a room and a cellar by 25-year-old Willoughby McCormick with three employees, McCormick is a global leader in flavour. With over 14,000 employees around the world and more than $6 Billion in annual sales, the Company manufactures, markets, and distributes spices, seasoning mixes, condiments and other flavourful products to the entire food industry, retail outlets, food manufactures, food service businesses and consumers.
While our global headquarters are in the Baltimore, Maryland, USA area, McCormick operates and serves customers from nearly 60 locations in 25 countries and 170 markets in Asia-Pacific, China, Europe, Middle East and Africa, and the Americas, including North, South and Central America with recognized brands including.
At McCormick, we have over a 100-year legacy based on our "Power of People" principle. This principle fosters an unusually dedicated workforce requiring a culture of respect, recognition, inclusion and collaboration based on the highest ethical values.
Position Overview
Responsible for providing daily service delivery within MPS solutions center team for designated customer groups with consistently reliable, and highly engaging service. Answers customer/employee inquiries leveraging a variety of technology and manual systems, processes and tools. Answers employee inquiries across a range of simple to medium complexity following the Tier system. Escalates concerns and is able to effectively synthesize information from a variety of sources to respond to the inquiry in a timely manner. Provides support to other team members as needed and works collaboratively to solve problems. Takes on solutions of increased complexity.
Ensures day to day tasks are resolved and partners with team members, team leader and manager on the effective delivery of daily/weekly/monthly tasks. Can see beyond process to identify any other key dependencies that may lead to enhanced customer service for employee inquiries. May participate in projects and can also manage a variety of cyclical events that occur yearly, monthly or quarterly in the Solutions Center Process.
Carries a mindset of continuous improvement and regularly provides insights to support the development of improved processes and services. Can train and onboard others.
Accountable for ensuring a consistent customer experience, controls (including SOX) and compliance within the team assigned.
Key Responsibilities

• Proactively responds to customer/employee inquiries leveraging a variety of technology and manual administrative systems, processes and tools. Documents all transactions and consistently follow standards and operating practices for service documentation. During service delivery, is highly engaging, consistently reliable, and achieves employee satisfaction with a high-quality level of service and in compliance with Solutions Center in scope processes and at or above KPIs targets. Manage task execution with some guidance as needed from next level colleagues. Accurately moves inquiries from across process flow owners (ex. employee, other MPS teams, HRBP, manager)

• Ensures accuracy in documentation, administration and follow-through of all employee lifecycle services. Takes partners as needed to ensure questions to process or inquiry are resolved timely. Ensure compliance (ex. SOX) and best practices are learned, understood and followed to standard. Escalates when questions arise to ensure compliance and quality of service are never compromised.

• Correctly addresses escalations by partnering with peers, next level peers, team leaders and team managers. Manages follow up and time in partnership with team management but with a high level of operating independence on most inquiry types. Conducts follow up and service calls to ensure inquiry and service closure. Administrates to closure including documentation. Will pick up next level case support to progress solutions to closure in partnership with peers.

• Working on process excellence within own area of responsibility and recommending process improvements, supporting implementation of the improvements. Trains others on process flow and provide support to colleagues as needed. Supports integration of new processes and makes recommendations for seamless integration and provides service transition support. Engages in continuous learning for self, seeks resources to continuously learn and bring insights forward. Trains and provide support to others. Collaborates to resolve matters of increased complexity.

Required Qualification

• College Degree preferred

• 1-3 years of call center experience, 1-2 years of managing projects or participating in project teams Attention to Detail, and engaging in collaborative work teams Experience within HR business function would be ideal. Demonstrated experience in delivering services / providing advisory to others Preferred experience with multicultural and/or with remote customers.

Dimension
Regional Scope Up to ~ 5,000 employees in service scope May support across business groups and diverse audiences Interactions: Middle HR, GE Management - Regular Regional HR Directors and Managers - Regular HR Technology and Insights Team - Regular Payroll and Financial Accounting - Regular GPO - Occasional Global GE Delivery Team - Occasional Global H2R Delivery Team - Regular Local Authorities & Offices - Occasional Professional Advisors on the global or local HR - Regular Legal Advisors - Occasional Benchmark groups and external networking - Occasional
McCormick & Company is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, colour, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.

Skills Required